{"id":27898,"date":"2022-03-14T10:14:47","date_gmt":"2022-03-14T09:14:47","guid":{"rendered":"https:\/\/www.tecsens.com\/what-type-of-call-centre-are-you\/"},"modified":"2022-03-14T10:14:48","modified_gmt":"2022-03-14T09:14:48","slug":"what-type-of-call-centre-are-you","status":"publish","type":"post","link":"https:\/\/www.tecsens.com\/en\/what-type-of-call-centre-are-you\/","title":{"rendered":"What type of call centre are you?"},"content":{"rendered":"\n<p>Having a <strong>Call Centre is a fundamental and strategic point<\/strong>for many companies, as it helps to provide response and support to customers and thus offer a good customer experience. However, there are currently a multitude of solutions on the market with features and functionalities geared towards different objectives, so making the decision and selecting the right one is a challenge. First of all, the first step is to detect the needs, establish objectives and know what kind of Call Centre you are.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h2 class=\"wp-block-heading\"><strong>Types of Call Centres<\/strong><\/h2>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>First of all, we must be clear about the <strong>difference between Call and Contact Centre<\/strong>, the<strong>Call Centre is mainly oriented to the emission of calls<\/strong> for different purposes, although it can also receive them occasionally. On the other hand, the <strong>Contact Centre is oriented towards customer service and receiving customer calls<\/strong> for a multitude of purposes.<\/p>\n\n<p>Once this small difference has been clarified, it is essential to <strong>review the needs and objectives for the Call Centre (sales and marketing, lead generation, technical support, etc.).<\/strong> This is very important when analysing the channels needed to provide a comprehensive and immediate service.<\/p>\n\n<p>In general, call centres only use the telephone channel as a means of communication, while contact centres combine the telephone with other channels such as chats, email, RRSS, SMS, whatsapp etc.<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p>Among the most common <strong>types of Call Center<\/strong> that can be found are:<\/p>\n\n<ul class=\"wp-block-list\"><li>Recoveries<\/li><li>BPO\u2019s<\/li><li>Customer Support<\/li><\/ul>\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-1 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.tecsens.com\/en\/business-voice-solutions\/call-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">Call Center Omnichannel Tecsens<\/a><\/div>\n<\/div>\n\n<div style=\"height:40px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><strong>You don&#8217;t consider yourself a call centre, but you have a sales or customer service oriented department?<\/strong><\/p>\n\n<p>At Tecsens we have the right solution, <strong>CloudTel Call Center<\/strong>, an advanced virtual switchboard<strong>software with call centre functionalities<\/strong> such as outbound campaign management with automatic call dialling, IVR, queue management, monitoring and advanced customised reports.<\/p>\n\n<p>In addition, we also have a <strong>global omnichannel solution for companies specialising in Call and Contact Centre<\/strong>, which allows the management of customer services (100% Cloud and with all communication channels integrated such as chat, email, social media, etc.).<\/p>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<h3 class=\"wp-block-heading\">If you are still not sure, we can advise you which software best suits your needs as a Call Centre.<\/h3>\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-2 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link\" href=\"https:\/\/www.tecsens.com\/en\/contact-2\/\" target=\"_blank\" rel=\"noreferrer noopener\">Contact us at<\/a><\/div>\n<\/div>\n\n<div style=\"height:60px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Having a Call Centre is a fundamental and strategic pointfor many companies, as it helps to provide response and support to customers and thus offer a good customer experience. However, there are currently a multitude of solutions on the market with features and functionalities geared towards different objectives, so making the decision and selecting the [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":27886,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[500,502],"tags":[586,113,426,182],"class_list":["post-27898","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cloud-en","category-voice-en","tag-call-center-en","tag-cloud-en","tag-voice-en","tag-voip-en"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>What type of call centre are you? - Tecsens -<\/title>\n<meta name=\"description\" content=\"A Call Centre is a strategic and fundamental point for many companies. 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